Customer Journey Mapping in the Public Sector
3 days|Delivered on request
Customer Journey Mapping in the Public Sector takes the discipline and works it through the constraints of this operating context, including service recovery, negotiation in sales and the compliance obligations that come with it. The sector framing is necessary because customer complaints are logged far more often than they are analysed, and generic training rarely survives contact with the local rules. Delegates leave able to work confidently with service level design, needs analysis and customer journey mapping in their own organisation.
What delegates leave able to do
- Review service level design and say plainly whether it is working, measured against consultative selling methodology
- Put needs analysis on a footing they can defend to a reviewer
- Bring customer journey mapping into line with current good practice
- Spot where sales forecasting is failing before it becomes a finding
What the course covers
- Service recovery
- Negotiation in sales
- Service level design
- Needs analysis
- Customer journey mapping
- Sales forecasting
- Service standards
Who should attend
- contact centre team leaders
- sales representatives
- key account managers
- customer service managers
